Category: Ebooks

Customer Service Ebook

Everyone receives and delivers customer service every day of the week - in shops; hospitals; offices; restaurants; on the telephone to customer service departments; doctors; vets; care homes. Even the quality of support received from internal colleagues and other departments at our workplace can be included.

This e-book helps customer service providers understand the importance of their role and develops essential skills required to deliver superior customer service skills i.e. service that doesn’t just satisfy, it delights! - creating warm feelings in recipient’s minds about the service.

PDF Version


Microsoft Version


Management Training Tools & Exercises

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Management Training Course Sample

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What the 84-page Customer Service skills ebook covers

  • Know the role of the effective service provider
  • Appreciate the principles of customer service
  • Be aware of own first impressions made on people
  • Define the true meaning of ‘communication’
  • Understand the reasons why communication is misinterpreted between people in organisations
  • Understand the key behaviours for superior performance
  • Know best practice tips on emailing
  • Understand the impact body language can make on the telephone
  • Be more skilled at using the telephone
  • Understand the 4 P’s of voice
  • Understand the behaviours associated with active listening
  • Improve your listening skills
  • Understand the meaning of the word ‘assertive’
  • Be assertive with others, including saying no effectively, disagreeing positively and dealing with difficult customers
  • Handle irate customers with confidence

E-books are available in 2 formats: PDF format version for one-person use or Microsoft Word version for multiple copying rights and permission to amend materials. Great for the organisation that wants to offer cost effective training to a number of staff.The Customer Service ebook is emailed to Buyers within a maximum of 24 hours of payment being received. 95% of products are emailed within the hour.


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PDF Version


For one-person use. Copyright restrictions apply.

Microsoft Version

£120 inc% VAT

For multiple copying/ permission to amend content/ permission to host on organisation’s website/intranet. Ideal for corporate organisations to make available to a number of staff.

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